The Manager of Ticket Operations is responsible for overseeing all ticket office operations for the organization, including event-day execution and daily administrative functions. This role manages ticket inventory, reporting, cash control, distribution, and reconciliation while ensuring an exceptional guest experience. The Manager of Ticket Operations serves as the primary operational and system expert for ticketing platforms, supports all ticket sales initiatives, and acts as the central liaison between ticket sales, arena management, and third-party ticketing vendors.

·        Oversee all ticket office operations with a focus on operational excellence and revenue generation across all ticket products.

·        Create, process, and manage full-season memberships, partial plans, flex plans, group orders, sales campaigns, and ticketing offers.

·        Build and maintain hockey seasons, events, and inventory within the ticketing system.

·        Supervise game-night box office and will-call operations, including customer service issue resolution related to seating, payments, and access.

·        Maintain accurate financial reporting for all ticket sales, including daily reconciliations and balance reports.

·        Compile weekly ticket sales and game-night reports and submit required reporting to the AHL system.

·        Process ticket applications, payments, and payment plans.

·        Serve as the primary customer service liaison on game nights and for ticketing-related inquiries.

·        Act as the operational bridge between ticket sales, group sales, corporate sales, and ticket operations to ensure a seamless sales process.

·        Establish, document, and review operational procedures and training materials for ticket operations and sales staff.

·        Represent the Ticket Operations department in weekly internal management meetings and meetings with arena management.

·        Maintain and manage CRM systems and Formstack workflows.

·        Train sales staff on ticketing systems and tools, including Paciolan, Formstack, SCORE CRM, and other related platforms.

·        Serve as the first point of contact for ticketing system and IT issues, coordinating with third-party providers to resolve problems efficiently.

 

·        Strong verbal and written communication skills.

·        Proficiency in Microsoft Office applications.

·        Ability to create, analyze, and manage ticketing and financial reports.

·        Ability to work in a fast-paced, high-profile, and competitive environment while managing multiple deadlines and priorities.

·        Willingness and ability to work a flexible schedule, including evenings, weekends, and holidays.

•        Bachelor’s degree from an accredited college or university with coursework in Sport Management, Business Management, Customer Service, or another related field.

•        Minimum of one (1) years’ experience in the sports or entertainment industry.

•        Prior experience with Paciolan or similar ticketing systems preferred.

•        Ability to work independently with minimal supervision.

•        Ability to collaborate effectively within a team environment.

•        Ability to lift, carry, and move ticket stock and boxes as required.

•        Ability to handle confidential and sensitive information with discretion.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.